Cost Performance

I would like to find a benchmark study on Customer service & collections services. What I am looking for is for indices (derived from some sort of research or benchmark study) related to the monetary cost of service provided e.g cost per card holder in collections or in customer service calls. The cost could be split either in its constituent parts or in total, pertinent to the banking sector, likely in dollars or euros, and either hidden or not. Any suggestions?

Do you have any reference for average telemarketing rate on hourly basis? (inbound/outbound) Outbound preferred.

We are a Pharmacy Benefit Manager currently reviewing the business case to substaniate paying a language differential for our Spanish speaking employees who support our Spanish speaking patients. Do you have any research on Spanish-English pay differential? Thank you for your input - I appreciate it.

How does one calculate the cost-per-call per agent for a specific period of time in a multimerdia contact centre.

Does anyone have information on calcualting overhead? (Not the cost calculation, but the time utilization figure.) Looking for info. on what should be used to calculate this %. (Should breaks/lunches be included?)

Hi there! I am wondering if you could share with me some different financial models that you are using to fund your contact centers. I am especially interested in those whose organizations support both a retail/face to face operation and contact center. For example, is your goal to break even and then you allocate additional revenues to your retail channels/locations? Or are you a financial institution who has a fee for each type of transaction that gets charged back to a central fund within your divisioin etc.. Thanks!

Hi Team, What is the difference between FTE and Total Headcount of a inbond customer services program? What are the different models of billing clients used by third-party vendors from the inbound customer services environment? Thanks Surjeet

What is the average cost per call for outbound calls for Medical Call Centers?

We are situated in India. I would like to take up some cost-saving Projects. I would like to know how can WFM contribute towards it. Hasan -- Hasan, Bank

I am looking to reduce cost per call. What contributors or aspects should i be looking at? -- Bilal